I booked a trip to Morocco through Secret Escapes (due in December). The only option available on Secret Escapes website was to choose the dates of travel. I was expecting a tentative itinerary for me to approve the flight timing, hotel check in time etc., before the booking was confirmed.
Unfortunately, I was given no choice, instead an itinerary was slapped on to me the very next day from Fleetway Travel who were arranging the trip. Easy Jet operates two flights to Morocco on the date of travel one in the morning and the other in the evening. I was booked on the evening flight which reached Morocco after 7pm, however, the hotel check-in time is 2pm. I am losing 6-7 hours of check- time. And if the flight gets delayed for any reason then the 3 nights trip will be sadly an uncomfortable 3 nights trip since nearly half day of the trip will be gone in travelling to Morocco.
I checked on Easy jet website and there was an earlier flight available which was only 1 pound costlier and seats available. I wrote to Secret Escapes and Fleetway explaining the problem but Secret Escapes pushed me to Fleetway and Fleetway pushed me to Secret Escapes. None took responsibility, in fact they stopped responding to emails. There was no effort to communicate back. I booked the trip trusting Secret Escapes. I wasn’t aware who was handling the booking in the background. I have never come across a travel package where something forced on you without giving you a chance to review the itinerary before paying.
If you are booking through Secret Escapes, please be aware that you will not have any choice. You can only select the dates. They also state once the booking is made they are not to be contacted. People are buying the travel package trusting Secret Escapes. Secret Escapes should deal with better agents to keep their reputation. I was given something I am not happy with. Now opting for a flight which is only 1 pound costlier will screamingly incur administration charges. This explains why Secret Escapes or Fleet way aren’t responding. SELLING CHEAP IN PRICE DOESN’T MEAN SELLING CHEAP IN QUALITY/SERVICE. Will I choose Secret Escapes, no, will I recommend it to anyone, never! Shame.
01/10/12 - Response to reply from SE (4 days ago)
Thank you for your reply. I posted the review here because I did not receive an explanation to my detailed email. The only reply I received on 4th September to my detailed email was a single statement stating I should contact Fleetway. I had already explained that I had spoken to them.
I request you to forward me the communication you sent me on 5th and 14th September because I do receive all other emails from you.
I approached you because I first contacted Fleetway and was told to contact Secret Escapes. Fleetway’s clear cut explanation was that the booking was made based on the itinerary provided by you and if Secret Escapes contacted Fleetway to make the changes then based on an internal arrangement the changes will be made. However, if I dealt with Fleetway directly I will incur administrative charges.
Your explanation of the supplier’s position and the supplier’s explanation given to me don’t tie up. I have sent you a detailed account to your email ID. I suggest we take up this matter offline through email. I don’t see why I shouldn’t be one amongst the 881 happy customers who went to Morocco .
Kindly respond to my email.
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